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An Approach to Assess IT Service Management Processes

Abstract. A number of process improvement approaches such as ISO9000, TQM, Six Sigma, and Lean have been proposed over the last few decades and subsequently software tools have been developed to apply these methodologies. However determination of process capability is predominantly conducted by expert process assessors and consultants with proprietary frameworks.
We propose the use of the international standard for process assessment ISO/IEC 15504 for a transparent measurement of process capability. This presentation explains the design, development, implementation and preliminary evaluation of a software-mediated process assessment approach in the area of IT Service Management. The approach includes a software tool based on the standard that can facilitate organisations to assess their processes efficiently. The approach was trialled and evaluated at two large public-sector IT organisations in Queensland, Australia.

This presentation highlights the integration of the design science research methodology with task-technology fit theory for the development of the software tool as a research artefact. For practitioners the project demonstrates transparent and efficient assessment of IT service processes to facilitate continual improvement.